AccountId: 011433970860
ContactId: 2a0d7add-1460-4ac3-be27-98c742ab6969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100580 ms
Total Talk Time (AGENT): 43848 ms
Total Talk Time (CUSTOMER): 41447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2a0d7add-1460-4ac3-be27-98c742ab6969_20250228T17:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. I'm sorry, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] with United Regional Hospital, and I was just trying to verify eligibility for this patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Uh I'm with United Regional Healthcare System.
[AGENT][POSITIVE] OK, and I'm so sorry, Ms. [PII], it might get a little louder you're doing yard work outside.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, his ID number is 01986560.
[AGENT][POSITIVE] OK, thank you, and give me one moment please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I show effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Oh perfect alrighty well that's what I was needing to find out um other than a reference number that's gonna complete the call.
[AGENT][NEUTRAL] Uh, you can use my name at today's date if you like.
[CUSTOMER][NEUTRAL] OK. And you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Uh, last initial [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Cute. OK, perfect, thank you so much for taking a look at that.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.